Sunday, July 28, 2019

Are you smarter than a neurosurgeon?




Recently my Dad experienced a brain issue and was hospitalized for a few days. I had the opportunity to leave work to be with him at the hospital.  After his minor brain surgery (if you can call a brain surgery minor), I was spending the day with him and my mother in his neuro intensive care hospital room.  Because it was an intensive care unit, a parade of doctors and nurses attended to him regularly.  He was doing very well, but they do not put anyone on autopilot in intensive care.  At some point during this parade of health care professionals, a resident neurosurgeon arrived in his room to check on his progress.  The resident neurosurgeon had assisted with my Dad’s surgery the previous day and was stopping by to check on him.  When he entered the room, he greeted my Dad, who in turn introduced me to the doctor. 

My parents often introduce me to strangers as; “This is my daughter, Julie, she is a veterinarian.”  The doctor showed some polite interest in my profession because he is a dog owner. He asked me about my job – how did I like it - and then about how I thought my Dad was doing today.  I told him that I loved my job on most days and that my Dad seemed to be doing remarkably well after what he had been through the day before.  I then shared that my Mom and I were a little embarrassed that we didn’t pick up on my Dad’s symptoms earlier and get him to the hospital.  I felt that we should have known that something was not right sooner than we did.  My Dad had been showing some insidious symptoms for the past few days and none of us picked them up.  I was particularly embarrassed that I didn’t see it earlier.

The neurosurgeon laughed and said, “Let me tell you a story.”  He preceded to tell me that he has a middle-aged dog that sometime last summer started drinking more than usual.  She was losing weight and passing some urine that seemed a little sticky and strange. He told me that it went on for weeks with his dog drinking and urinating more and dropping weight.  He really did not know what was wrong with her. The dog had a huge appetite for water, but he just kept thinking that the water drinking “was because it was hot outside and the dog was drinking due to the heat”.    He said he finally decided to take the dog into the veterinary hospital to attempt to diagnose her problem. 

As soon as the veterinarian heard the symptoms and looked at the neurosurgeon’s dog, she told him that the dog may have diabetes.  As the veterinarian left the room to get her technician to draw the pet’s blood, the neurosurgeon said he sheepishly removed the hospital credentials - clipped to his scrub pocket identifying him as a neurosurgeon - and slowly hid them in his pants pocket.  He could not believe that he didn’t think of diabetes.  He did not want the veterinarian to know that he was a physician and he was quite embarrassed.

He told me, “Do not feel bad about not diagnosing your father’s condition because I couldn’t diagnose my dog’s diabetes.”  He said, “I will take care of your father’s brain and you can take care of my dog’s diabetes.”  I laughed and told him that I appreciated his story because it did indeed make me feel better about my lack of knowledge when it came to my Dad.  

By the way, I also had another neurosurgeon at the hospital tell me that he always wanted to be a veterinarian.  So, when you start doubting yourself and feel as if your job is not all that important, remember that you may be smarter than a neurosurgeon.


"I cannot do everything, but I can do something. I must not fail to do the something that I can do."  - Helen Keller

Dr. Julie Cappel




Sunday, July 21, 2019

Let me talk to the boss!


Each day the lovely veterinary technicians at our practice call all of the clients from the previous day to see how they are doing after their vaccinations or surgical procedures. They politely call each one and listen to the owner’s reports, answering questions as they arise. It is usually a somewhat pleasant exercise.  Clients are often friendly, appreciative, and grateful for the fact that we care enough to call them for a progress report.
 
Not so on Friday.

On Friday I was working in the pharmacy area (where the call-back phone is located), getting ready to enter an exam room when I heard my technician Samantha making a follow-up call.  The gentleman had been in with his dog on Thursday for a routine annual examination and vaccines with one of the doctors.  When the client answered, Sam politely said, “Hello, this is Sam from Warren Woods Veterinary Hospital and I was calling to see how Fritz is doing after his vaccination appointment yesterday.”  What happened next was so fascinating that I had to stop what I was doing to listen to Sam’s side of the call. 

She repeated the entire sentence again but a little bit louder.  “This is Sam from Warren Woods, I was calling about Fritz, to see how he is doing after yesterday’s visit.”  Then, “Yes, I can hear you, can you hear me?” she said politely.  Then again in an even louder voice, “This is Sam from…………., perhaps I should call you again on another line.”  Sam kept getting louder and the gentleman kept telling her to speak louder.  After about the fifth or sixth time she repeated herself, each time upping the volume saying, “I am sorry, I cannot speak any louder, but I would be happy to call you back on a different line, if you like.”  “I AM SORRY but I CANNOT get any LOUDER, maybe we have a bad connection.”  Then she paused and said, “Of course, let me place you on hold for a moment so I can get her for you.”  She placed the phone on hold, looked at me with desperation in her eyes - as the rest of the team, now very interested looked on - and said: “He wants to speak to the boss because he said that I am very rude.”   

I could only laugh out loud and the absurdity of her situation.  I had heard the whole conversation and Sam was not rude at all.  In fact, she is one of the sweetest most patient people I know.  She was indeed talking very loudly, but not rude.  Hilarious!

So, what do you do when someone falsely accuses you of being rude or handling them (or their pet) in an unsatisfactory manner; especially when you know that you are in the right?  Our first instinct is to fight back.  Our natural reaction is to go into defense or fight mode; the automatic response - our fight or flight reaction.  The problem is that you can’t run away from your clients, so flight is off the table.

When someone falsely accuses you, stay calm and keep a positive mindset.  Getting upset or fighting has no place in this conversation. Give up the idea of being right.  There is no right or wrong, there is only understanding. If you become agitated or defensive you will not be able to diffuse or remedy the situation. 

Assume that what the client is telling you is true - to them - and try to understand why it is true.  Once you understand where they are coming from you can move into solution mode.  Agree on the facts of the situation and in this case the fact was that the client could not hear Sam properly.  No fault of Sam, but the client needed to know that her intentions were honorable because she just wanted to check on his dog.  Once we got past the confusion and moved to understanding, we were able to agree that the phone connection was the problem, not our sweet Samantha. 


“Seek first to understand and then to be understood.”     
Stephen R. Covey

Dr. Julie Cappel

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